The Collaboration Technology Service Delivery Manager will be responsible for the design, implementation, and support of video conferencing solutions with a primary focus on Windows Microsoft Teams Room devices. This Tier 3 role requires a highly experienced professional with a minimum of 10 years of relevant experience. The candidate must have expertise in Microsoft Teams Rooms Windows (MTRw), Intune, Azure Active Directory (AAD), Azure, and managing large-scale IT platform deployments. The role also involves automating processes and procedures to enhance operational efficiency.
Key Responsibilities:
Design and Implementation:
- Lead the design, deployment, and management of video conferencing solutions using Windows Microsoft Teams Room devices.
- Develop and implement strategies for seamless integration of video conferencing systems with existing IT infrastructure.
- Provide technical leadership and mentorship to junior engineers and support staff.
Technical Support:
- Provide Tier 3 support for video conferencing systems, troubleshooting and resolving complex issues promptly. You will work with manufacturers such as Logi, Microsoft, Crestron, and Appspace.
- Collaborate with Tier 1 and Tier 2 support teams to ensure effective escalation and resolution of technical problems.
- Conduct root cause analysis and implement long-term solutions for recurring issues.
- Problem management of platform and large-scale device issues. Work with OEMs and manufacturers to resolve and deploy updates/fixes.
Platform Management:
- Manage and maintain devices in Intune, AAD, Microsoft Teams Pro Portal, LogiSync, and o365.
- Firmware and OS management for Windows MTRs.
- Lead the implementation of advanced security and compliance measures.
Automation and Process Improvement:
- Develop and implement automation scripts and tools to streamline video conferencing setup, maintenance, and troubleshooting processes.
- Identify opportunities for process improvements and lead initiatives to enhance operational efficiency and user experience.
- Drive continuous improvement efforts by adopting emerging technologies and best practices.
Project Management:
- Lead and participate in large-scale IT platform deployment projects, ensuring timely delivery and adherence to project requirements.
- Coordinate with cross-functional teams to ensure successful project execution and integration.
- Manage project budgets, timelines, and resource allocation effectively.
Documentation and Training:
- Create and maintain comprehensive documentation for video conferencing solutions, including system configurations, troubleshooting guides, and best practices.
- Provide training and support to IT staff and end-users to ensure effective use of video conferencing systems.
- Develop and deliver advanced training sessions for internal teams and stakeholders.
Vendor Management:
- Liaise with vendors and service providers to manage procurement, installation, and support of video conferencing equipment and services.
- Evaluate and recommend new technologies and solutions to enhance video conferencing capabilities.
- Negotiate contracts and manage vendor relationships to ensure optimal service delivery.
Security and Compliance:
- Ensure video conferencing systems adhere to organizational security policies and industry best practices.
- Conduct regular security assessments and implement necessary measures to protect against vulnerabilities and threats.
- Stay current with regulatory requirements and ensure systems are compliant with relevant standards.
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Minimum of 10 years of experience in IT, with a focus on video conferencing solutions and IT platform management.
- Expertise in managing Windows Microsoft Teams Room devices.
- Proficiency in Microsoft Intune, o365, Azure Active Directory (AAD), and Azure.
- Experience in automating IT processes using scripting languages such as PowerShell.
- Excellent problem-solving and troubleshooting skills.
- Strong project management skills with the ability to lead and manage multiple projects simultaneously.
- Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams and stakeholders.
Preferred Qualifications:
- Certifications in relevant technologies (e.g., o365, Microsoft Certified: Azure Administrator, Microsoft Certified: Modern Desktop Administrator).
- Experience with other video conferencing platforms and technologies.
- Familiarity with ITIL framework and best practices.
- Proven experience in leading and mentoring technical teams.
- Advanced knowledge of network infrastructure and protocols related to video conferencing.
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